Ask a question to Desklib · AI bot
Report on Service Quality of CoffeeVille
Added on -2019-09-23
| 7 pages
| 1066 words
| 516 views
Trusted by 2+ million users,
1000+ happy students everyday
Running Head: Report1REPORT
Report2Table of ContentsIntroduction........................................................................................................................3Identification of changes....................................................................................................3Recommendations.............................................................................................................3The explanation for recommendations..............................................................................4Recommendation 1:.......................................................................................................4Recommendation 2........................................................................................................4Future directions for customer service strategies..............................................................4Planned monitoring and reporting system for customer satisfaction................................5Implementation of Schedule..............................................................................................5Conclusion.........................................................................................................................6References.........................................................................................................................7
Report3IntroductionMaintaining the quality of customer service is crucial for organizational success. Thedemands of the customers change continuously (Heinonen, Campbell & Ferguson,2019). Organizations also need to alter their strategies with changes in the demands ofcustomers to satisfy them. As evident from the current scenario, the employees andcontractors of CoffeeVille lack knowledge of storage and usage of customer satisfactiondata. As an effect, addressing the issues in customer satisfaction becomes difficult forthe organization. The current report deals with the identification of the changes neededin CoffeeVille to improve service quality and customer satisfaction level. The report alsoincludes recommendations for the organization to improve the quality of customerservice.Identification of changesThe following changes are needed in CoffeeVille—1. Developing customer service database— At CoffeeVille, presently no computerizedsystem is used to record customer complaints and keep track of those. Due to lack ofthe computerized systems, identifying the complaint patterns and following up thecustomers become difficult (Sengupta, Balaji & Krishnan, 2015). The lack of informationalso prevents the organization from offering quality solutions to the customers.2. Conducting training programs for employees-- The performance of employees isimportant to deliver quality services and attain a high level of customer satisfaction. AtCoffeeVille, training programs are not financed adequately and it is restricting theemployees from developing a new skill. So, the way of conducting training programsalso need to be changed.Recommendations The following recommendations can be applied at CoffeeVille—
Found this document preview useful?
You are reading a preview
Upload your documents to download
or
Become a Desklib member to get accesss
Paid Plans
Free Plan
Single Unlock
Monthly Plan
Yearly Plan